- Company Name
- Barings
- Job Title
- ITSM ServiceNow Engineer & Reporting Specialist
- Job Description
-
**Job Title**
ITSM ServiceNow Engineer & Reporting Specialist
**Role Summary**
Design, develop, and maintain ServiceNow modules and workflows to support core ITSM processes (Incident, Problem, Change, Request, etc.). Integrate AIOps capabilities, support CI/CD pipelines, and create/optimize dashboards and reports in Power BI and ServiceNow Performance Analytics to deliver KPI visibility and financial transparency.
**Expectations**
- Deliver secure, high‑availability ServiceNow solutions that meet business and ITIL standards.
- Provide timely, accurate analytics and reporting to aid executive decisions, audit compliance, and cost‑management initiatives.
- Collaborate with process owners, DevOps, Finance, and external system partners to align architecture and data models.
**Key Responsibilities**
- Engineer and test ServiceNow Studio, Flow Designer, and JavaScript customizations across ITSM processes.
- Translate business requirements into scalable ServiceNow solutions, ensuring alignment with upgrade cycles.
- Integrate AIOps (event correlation, anomaly detection, predictive alerting) and ingest telemetry into ServiceNow.
- Enable CI/CD by linking ServiceNow with DevOps tools (e.g., Azure DevOps) and managing automation pipelines.
- Maintain data models, tables, and relationships to support automation, AIOps, and reporting.
- Develop and refine Power BI and ServiceNow Performance Analytics dashboards for SLA, MTTR, MTTAp, and service availability KPIs.
- Provide ad‑hoc analysis, audit support, and financial reporting on cloud spend and cost allocation.
- Participate in platform governance, roadmap planning, and release management.
**Required Skills**
- 3+ years of ServiceNow development and ITSM engineering experience.
- Proficiency with ServiceNow Studio, Flow Designer, JavaScript scripting, and ServiceNow reporting tools.
- Strong understanding of ITIL v3/v4 processes and ITSM frameworks.
- Experience with AIOps concepts (event correlation, anomaly detection, predictive analytics).
- Knowledge of Power BI, data modeling, and ServiceNow Performance Analytics.
- Familiarity with cloud cost management and financial reporting.
- Ability to translate business needs into technical ServiceNow solutions.
- Strong analytical, detail‑oriented, and collaborative problem‑solving skills.
**Required Education & Certifications**
- Bachelor’s degree in Computer Science, Information Systems, or related field, or equivalent combination of education and experience.